Virgin Australia auto-selecting insurance policy

[N860CR]

I know this has been mentioned before... however I thought I'd raise it again as it's really starting to frustrate me.

About 5 weeks ago I make a very rushed booking online as I was running out of work. Of course, I rushed so much that I forgot to untick the travel insurance box that Virgin conveniently auto-select when making a booking.

I have tried and tried and tried to cancel the policy and get a refund, however it's been a huge pain in the backside.

The sequence thus far:

1. Called Velocity Platinum and asked what to do. They said they couldn't deal with it and gave me the number for Allianz.
2. Called Allianz, they said it can't be done over the phone and to send a return email to them with "COOLING OFF REFUND" as the subject
3. Sent the email to Allianz as requested and received an auto response, so I just assumed it would be processed

I figured that would do it... however a few weeks later nothing had happened (and I'd received no response from Allianz).

4. Called Allianz again, they again said it had to be done via email so I emailed Allianz again.
5. Emailed Velocity Platinum at the same time to ask what was going on and they got back to me and requested a lot of specific details about the booking.
6. Emailed Velocity Platinum the requested details while waiting for Allianz to respond.
7. Still no response from Allianz. Velocity email back and say actually we can't do anything, call Allianz on 1800 010 457 and they will look into it.
8. Allianz request contact via email....

It continues! It wouldn't bother me so much, however I charged it to the work card and they've queried it (otherwise I'd probably just let it go).

It just frustrates me that, for starters, Virgin persist with the auto-select of the insurance (ala Ryanair) and then both Virgin and Allianz seem to have no interest in honouring the cooling off period.

I certainly won't be making the mistake again! But it's left a very bad taste in my mouth. To Qantas' credit, at least you have to opt in to the insurance, not opt out.

 

[UP4014]

Just to make you feel better, Virgin would be getting between 20% and 30% commission on your purchase. :mrgreen:

 

[MarkD]

I havnt been caught as yet, but I thought there was some ruling that said, you had to actually tick a box to subscribe to something, and no boxes should be pre ticked. Not sure if its for purchases, or just mailing lists. Then again, maybe I am completely wrong.
I always check the fare value and if its different in the payment screen I go back, and uncheck whatever needs to be unchecked. Not a big one really, but yes, agreed it is annoying if you forget to uncheck. To Virgins credit though, it is very clearly noted on the booking screen.

 

[samh004]

Couldn’t you take something like this to Fair Trading or something similar? I know it’s a lot of extra effort when it really doesn’t need to be.

 

[awilcockson]

Home Page :: Primary

 

[JohnK]

It happened to me one time and there wasn't even a box to check/un-check on screen. I sent an email and had the money refunded a few days later.

I would persevere and keep calling until you get your money back.

And I hate companies who try to trap people into rasing extra revenue for themselves like travel insurance. Some people want it. The majoirty have their own cover. Make it optional and if anyone wants it then they can include it.

The funniest part if when offered travel insurance on one-way bookings. How long does the insurance last?

 

[oz_mark]

It happened to me one time and there wasn't even a box to check/un-check on screen. I sent an email and had the money refunded a few days later.

I would persevere and keep calling until you get your money back.

And I hate companies who try to trap people into rasing extra revenue for themselves like travel insurance. Some people want it. The majoirty have their own cover. Make it optional and if anyone wants it then they can include it.

The funniest part if when offered travel insurance on one-way bookings. How long does the insurance last?

Here's the thing. You are not buying Travel Insurance. You are getting Ticket and Baggage Insurance. So really not much.

The strange part is that part of its coverage is "additional benefit of covering your baggage while in the care of The Virgin Australia Group."

 

[Travel Guru]

Just to make you feel better, Virgin would be getting between 20% and 30% commission on your purchase. :mrgreen:

Actually they're likely to be making more than that given some deals that go around.

Thankfully most TA Travel Insurance policies don't attract the ridiculous commissions they once did, I'm all for running a profitable business but it always left a bit of a sour taste in my mouth with some of the commission levels we used to earn.

TG

 

[777]

Do as it says on the bottom of the email that you receive.

=======================================================================================================================
If you wish to cancel your policy, please forward this entire email to [email protected] and change the subject-line to "COOLING OFF REFUND REQUIRED" within 14 days of purchase and before you commence your travel.

For information on your 14 day cooling off rights, please refer to your Product Disclosure Statement.

Please be aware that there is a 2 business day delay before your policy will be available for any amendments and cancellation requests.
=======================================================================================================================

I have unfortunately accidentally bought insurance a couple of times and bailing out on it by doing this has worked every time.

Agree making it default totally sucks though.

 

[JohnK]

Here's the thing. You are not buying Travel Insurance. You are getting Ticket and Baggage Insurance. So really not much.

The strange part is that part of its coverage is "additional benefit of covering your baggage while in the care of The Virgin Australia Group."

Point taken. Aren't they supposed to be taking care of my luggage anyway?

I can just see the baggage handlers taking extra care when they see a label/tag on the bag highlighting that baggage insurance has been purchased!

 

[N860CR]

Do as it says on the bottom of the email that you receive.

Done that, no result.

I don't have the effort to fight them through the regulatory bodies, it's just not worth my time for the small amount of money owed.

What is frustrating is that I've been a very big fan of DJ lately, especially with all the positive changes they've been making, however this and a few other incidents is making me think that they have a few internal issues that need fixing (especially when things don't go to plan).

 

[Justinf]

Absolutely agree with the OP. Although I haven't been caught out yet, it's only a matter of time, because a: I am quite dumb, b: I rush things too much and c: I am quite dumb.
The box indicating 'yes' to the insurance should, under no circumstances, be ticked without you actually manually doing it. It's been a bugbear of mine for a while too.

 

[LiamR]

Do as it says on the bottom of the email that you receive.

I have unfortunately accidentally bought insurance a couple of times and bailing out on it by doing this has worked every time.

Agree making it default totally sucks though.

I'm guilty of doing this a few times too, it's a pain. I wish they didn't select the default as yes. I'm sure VA could come out with some PR thing saying "Most of our customers prefer it, so we've ticket it" But it's all about commission/improving sales IMO.

What would be nice, is if you could set your preferences for Insurance, Carbon Offset and Rental Car in your Velocity profile so once you've logged it, I don't have to answer the same questions over and over again.

 

[koonyaflyer]

I'm guilty of doing this a few times too, it's a pain. I wish they didn't select the default as yes. I'm sure VA could come out with some PR thing saying "Most of our customers prefer it, so we've ticket it" But it's all about commission/improving sales IMO.

What would be nice, is if you could set your preferences for Insurance, Carbon Offset and Rental Car in your Velocity profile so once you've logged it, I don't have to answer the same questions over and over again.

A great idea Liam - similar to the Hertz Profile which carries your preferences on Insurances!

 

[KLN]

Yes, have fallen for it twice in the last couple of months..........

 

[Moopere]

Cancel the booking and apply a charge-back to your CC if there are any cancellation fees? Then rebook and untick the box.

Its really not in their interest to help you so long as they think you'll suck it up and as you say, whilst one could fight this through the various bodies its not worth your time. I'd love to see them fight the chargeback on this ... no hope whatever once you show them your diary of events so far.

 

[Rotation]

I was caught by this once before, but by Jetstar not by Virgin - back before I decided to travel exclusively with DJ.

It was the first time I'd seen anything like it and yes, when booking holidays it's a bit exciting and you're rushing, and theirs was worded differently... When you look at the heading Insurance, it had a bit of a spiel and then the end was worded to the effect of:

Do you want to continue without travel insurance?
- Yes, I want to continue without travel insurance.
- No, please add travel insurance to my booking.​

So when you're skimming through all the carbon offset etc and going "no, no, no I don't want any of that" - actually pressing 'No' added the insurance in!

Ever since then - I've read the wording of every option carefully when booking flights.

 

[777]

I am surprised that the cooling off refund has not worked for others. It has always worked for me and as i understand it they are legally obliged to honour it.

 

[awilcockson]

I am surprised that the cooling off refund has not worked for others. It has always worked for me and as i understand it they are legally obliged to honour it.

Of course they are. And that's why I suggest that anyone that is getting the run-around contact the Financial Services Ombudsman.

 

[Simo]

I have a huge dislike for pushing other products over and above the product you have booked.

It's funny they don't have a default on baggage allowance.

If someone misses that tick VA get a large amount of money for Baggage.

I was talking to a pax on VA that he got hit with a huge amount for baggage as the office person forgot to tick baggage it was a day trip but he had to take a heap of stock to and from the destination.